Mariah Achoe

• Provided specialized technical support for mobile device management (MDM), assisting end-users with configuration, troubleshooting, and security issues across various devices
• Managed the deployment, enrollment, and monitoring of mobile devices, ensuring compliance with organizational policies and security protocols
• Created and managed support tickets, documenting detailed problem descriptions, troubleshooting steps, and resolutions for future reference
• Achieved and maintained high performance metrics, including rapid incident resolution and user satisfaction scores.

Achievements:

• Collaborated with upper management to drive strategy and implement new processes.
• Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.
• Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
• Established strong relationships with key customers, resulting in increased customer loyalty.

• Company Overview: Start-Up Company
• Led a high-performing remote IT support team in a SaaS environment.
• Collaborated with product development teams to provide feedback on user experience and drive enhancements based on client needs.
• Conducted regular training sessions for support staff on new features, troubleshooting techniques.
• Monitored key performance metrics, generating reports to assess team performance and identify areas for improvement in support operations.
• Established and maintained relationships with clients to understand their needs and ensure the seamless implementation of proctoring solutions.

Achievements:

• Successfully managed and optimized IT infrastructure, reducing costs and improving operational efficiency.
• Streamlined IT support processes by introducing self-service resources resulting in faster issue resolution and reduced ticket volume by 25%.
• Prepared employee schedules for maximum coverage during key hours.
• Assessed personnel performance and implemented incentives and team-building events to boost morale.

• Conducted data analysis to identify trends and provide insights for strategic decision-making and operational efficiency
• Facilitated communication between IT and business units to ensure alignment on project goals and timelines
• Identified process improvement opportunities and recommended solutions to enhance efficiency and reduce costs
• Monitored project progress, presenting findings to stakeholders and recommending adjustments
• Programs Used: PowerBI, QlikSense

Achievements:

• Interacted with internal customers to understand business needs and translate into requirements and project scope.
• Optimized data access and storage to improve performance of analytics systems.
• Analyzed data to identify root causes of problems and recommend corrective actions.

• Provided remote technical support for General Atomics through multiple channels, including phone, email, voicemail, self-service, and chat, up to the C and VP level Personnel.
• Troubleshot a wide range of devices, including PCs, laptops, printers, cell phones, and tablets, effectively resolving hardware and software issues to maintain operational continuity.
• Supported end users in the effective use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and Mobile Device Management (MDM), enhancing user productivity and satisfaction
• Conducted training sessions for staff on new technologies, software updates, and best practices, enhancing user competence and satisfaction.

Achievements:

• Trusted to handle VIP escalations, ensuring prompt and satisfactory resolutions for high-priority clients.
• Selected to assist in training new hire employees, in person and remotely - Demonstrating strong subject matter expertise and effective communication skills.
• Appointed to manage backend operations; including optimizing systems to support high call volume and employee time maintenance.

• Provided tiered remote technical support for Synchrony Financial, addressing hardware and software issues for internal users and ensuring minimal disruption to operations.
• Diagnosed and resolved IT incidents, including application support, network connectivity, and system performance issues, maintaining high service availability.
• Managed and tracked support tickets using ITSM tools, ensuring detailed documentation of problems, troubleshooting steps, and resolutions for knowledge retention.

Achievements:

• Contributed to the development of the team knowledgebase by creating, editing and publishing essential resources to improve team efficiency and support continuous learning.
• Assisted in Team Training, effectively booting morale and enhancing team retention through mentorship and knowledge sharing
• Recognized as a top-performing agent leading to a promotion and being specifically requested to work with General Atomics